Alexander Lam
Customer Service & Fraud Detection Specialist
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About
Customer service professional with 5+ years of experience delivering high-quality support in fast-paced environments, including over 2 years in remote settings. Proven ability to resolve customer inquiries on first contact through phone and email, while maintaining high satisfaction scores. Skilled in de-escalation, multitasking across systems, and collaborating with internal teams to ensure accurate and efficient issue resolution.
Experience
Customer Service Representative – Collections Department at Empire Share Services (2025-11 – Present)
- Managed customer accounts within the collections department, handling payment-related inquiries and account resolutions.
- Communicated with customers by phone and email to discuss outstanding balances and payment arrangements.
- Documented account activity and customer interactions accurately in CRM systems.
- Maintained professionalism and compliance with company policies while resolving account issues.
Customer Service Representative (Remote/Hybrid) at GBS Data Corporation S.A. (2021-08 – 2024-07)
- Handled high-volume inbound customer inquiries via phone, email, and chat, consistently aiming for first-contact resolution.
- Analyzed customer needs and provided clear, accurate solutions, maintaining a 95% customer satisfaction score.
- Documented all customer interactions and outcomes in CRM systems with high accuracy and attention to detail.
- Collaborated in real time with internal departments (including fraud and technical teams) to resolve issues efficiently during live calls.
- Demonstrated empathy and professionalism when handling escalations, successfully de-escalating complex situations.
- Managed multiple systems simultaneously while maintaining productivity and service quality standards.
- Supported account-related inquiries, including service updates and issue follow-ups.
Customer Service Representative at Mercaprog S.A. (2016-09 – 2020-06)
- Responded to customer inquiries and provided accurate information on services and account-related issues.
- Escalated and tracked technical issues, ensuring timely resolution and customer follow-up.
- Maintained organized case records and contributed to improved workflow efficiency.
- Built strong customer relationships through clear communication and proactive support.
Education
High School Diploma – IPVCE Jose Martí Pérez
